How to report issues and resolve disputes on the CCHL platform.
If you are unhappy with the work completed, you should report the issue to CCHL within 24 hours of the supplier confirming job completion. This allows us to review the work and support a resolution within the agreed dispute window.
When reporting an issue, please provide:
CCHL will review evidence from both you and the supplier. We will assess whether the work meets the agreed scope and quality standards. This process typically takes 2-5 working days.
Depending on the evidence and circumstances, CCHL may:
The supplier will be given an opportunity to respond to your complaint and provide their own evidence. CCHL will consider both perspectives before making a decision.
CCHL is a service-matching and job facilitation platform. We are not the direct service provider. Our role is to facilitate communication, review disputes fairly, and support resolution. We cannot force suppliers to complete additional work, but we can withhold payment and remove suppliers from the platform for poor conduct.
Disputes must be reported within 24 hours of the supplier confirming job completion. Disputes reported after this window may not be eligible for review or refund, unless there are exceptional circumstances.
Suppliers can also report complaints about customers (e.g. non-payment, false claims, abuse). CCHL will investigate supplier complaints fairly and may suspend or remove customers from the platform for serious misconduct.
If you are unhappy with CCHL's dispute decision, you can request a review by providing new evidence or clarification. CCHL will reconsider the case, but decisions are final unless there is clear evidence of error or new material facts.
If CCHL approves a refund following a dispute, the refund will be processed to your original payment method within 5-10 working days. CCHL will confirm the refund decision and timing in writing.
CCHL is not liable for the conduct, quality of work, or actions of independent suppliers. CCHL's role is to facilitate matching and dispute resolution, not to guarantee outcomes. Suppliers are responsible for their own work and conduct.
To report a complaint or dispute, please contact CCHL through our official communication channels or via the Contact page on this website. Include your job reference number and as much detail as possible.